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THE COMPLETE

CUSTOMER EXPERIENCE

Optimal Customer Experience: Customer #2
Date: Customer Name:

Observed Behavior Yes No Strengths Areas for Observed Behavior Yes No Strengths Areas for
Improvement Improvement
Observe sales interactions with customers Observe sales interactions with customers
Greet: all customers within 20 seconds on floor (or Greet: all customers within 20 seconds on floor (or p p
3 rings) 3 rings)
Ask: ask qualifying questions to determine Ask: ask qualifying questions to determine p p
customer needs GASC customer needs
Show: shows customer products that are relevant Show: shows customer products that are relevant p p
to their needs; customer interacts with product to their needs; customer interacts with product DRIVER'S SEAT / THE COMPLETE CUSTOMER EXPERIENCE
Close: coworker uses relevant WFG to overcome Close: coworker uses relevant WFG to overcome p p
objections; coworker ask to fill out order form with objections; coworker ask to fill out order form with
customer customer
Review New Rentals, 1st payment defaults, Review New Rentals, 1st payment defaults,
7-14’ and 15+ files 7-14’ and 15+ files
• Order from completely filled out & information is • Order from completely filled out & information is p p
updated in HT Customer updated in HT
• Verified & approved by manager before delivery Verification • Verified & approved by manager before delivery p p
or carryout or carryout
• All payments are setup on or shortly after • All payments are setup on or shortly after p p
customer’s pay date customer’s pay date

Observe Proper Rental Agreement Close Observe Proper Rental Agreement Close
• Rental agreement closed away from counter; • Rental agreement closed away from counter; p p
sitting down with customer sitting down with customer
• Coworker emphasizes the obligations the Close Agreement Rental • Coworker emphasizes the obligations the p p
company will live up to, the customers first due company will live up to, the customers first due
date & importance of on-time payments date & importance of on-time payments
Customer Payments Customer Payments
• Always verify the customer’s contact • Always verify the customer’s contact p p
information and update if needed information and update if needed
• Always ask the customer for a referral Payments Customer • Always ask the customer for a referral p p
• Always thank the customer for their business • Always thank the customer for their business p p

Proper Delivery Processes Are Followed Proper Delivery Processes Are Followed
• Proper paperwork, accesories and assembly/ • Proper paperwork, accesories and assembly/ p p
installation tools are prepared installation tools are prepared
• Correct merchandise is loaded front to back, • Correct merchandise is loaded front to back, p p
using appropriate blankets, pads & straps to Delivery Customer using appropriate blankets, pads & straps to
protect product protect product
• Returns are made Available For Rent (AFR) within • Returns are made Available For Rent (AFR) within p p
48 hrs 48 hrs
• Delivery checklist filled out correctly & call back • Delivery checklist filled out correctly & call back p p
completed completed

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